The Merchant Services (MS) Associate Relationship Manager will report to the Executive Director Manager Europe, this role will be responsible for Europe, Middle East & Africa (EMEA) Merchant Services’ clients in an assigned client portfolio, primarily through phone and written communication channels, with a high degree of face-to-face interactions where appropriate and when possible.

As the Relationship Manager, you will be a thought leader internally and externally in developing a vision for the overall success for the business area, functions and company. The key objectives will be to maintain existing revenue through retention of clients and increase revenue through expanding adoption of Merchant Services’ products and services, whilst supporting the Head Quartered (HQ) based Relationship Management (RM) and coverage team to ensure global, consistent client management.

Job Summary

As a Merchant Services Relationship Manager within the J.P. Morgan Payments team, you will be responsible for managing a small portfolio of European clients. You will ensure client satisfaction by providing quality service and coordinating client needs with other functions as required. You will also support senior Relationship Managers on strategic clients. Your role will involve active communication and problem-solving skills to solidify and expand acquiring relationships with clients. This includes gathering client and market intelligence for existing clients, providing administrative support for the on-boarding process, preparing client-facing materials such as proposals and PowerPoint presentations, and other direct client efforts.

Job Responsibilities

• Operate as lead point of contact for all matters specific to your clients in region, coordinating the involvement of additional company personnel in order to meet client expectations and drive revenue for the business
• Establish the relationship strategy and develop productive, professional relationships with HQ or Globally based RM and any corresponding client contacts within J.P. Morgan (e.g. Banker, Treasury Services’ and Trade representatives) to support the client globally and key internal stakeholders in the assigned portfolio
• Identify client needs and upsell/cross sell MS EMEA products by acting as a consultant for clients by problem solving and providing consultancy, data analytics and advice on how to best utilise the products and services of J.P. Morgan Merchant Services in EMEA
• Provide clients with comprehensive merchant acquiring payment landscape in EMEA, build business cases with clients and guide their decision-making process
• Support senior Relationship Managers within the team on strategic clients
• Support a team environment, offer feedback and participate in projects for process improvements and actively sharing best practices and new ideas for innovation
• Treat every client interaction as an opportunity for customer retention and demonstrating the value of Merchant Services and the wider Payments organisation
• Maintain accurate records of client interactions; proactive reporting or dashboards on an agreed frequency; conduct customers satisfaction surveys and recommend ways of improving client satisfaction
• Understand the unique challenges and requirements in the industry/client segment and partner with internal stakeholders in the development, implementation and delivery of complex products and solutions
• Run client-focused internal projects and analyse key revenue and pipeline data in order to deliver monthly reports to senior management
• Travel across European and US is an element of this role.

Required Qualifications, Skills and Capabilities

• Relevant experience in payment processing and merchant acquisition (various payment methods and their checkout experience, consumer behaviours) in EMEA
• Demonstrate partnership skills with internal and external stakeholders
• Understand multiple complex systems and processes
• Knowledge of computer software systems including work processing and spreadsheets
• Demonstrate effective organizational skills with the ability to prioritize effectively to meet deadlines
• Demonstrate that you are an effective team player
• Can-do attitude with focus on flawless delivery and execution
• Build and maintain professional and productive relationships with peers, colleagues, and customers
• Communicate effectively both verbally and via written correspondence in a polished and professional manner in all interactions
• Work on own initiatives and generate innovative ideas

Preferred Qualifications, Skills and Capabilities

• Knowledge of bankcard industry and procedures is an advantage
• Bachelor’s degree or the equivalent in business administration, accounting, marketing, or other related fields. In lieu of degree, may have relevant work experience.